ANALYST, CUSTOMER SOLUTIONS
Qualfon Philippines Inc
Cebu City, Cebu, PH
1d ago

Job Summary

Main Objetives and Duties :

1. Training Design participation

  • Participates in the training design and coordinates training programs based on agent needs.
  • Coordinates with the Training Manager(s)
  • from the offshore centers to gather suggestions and recommendations in improving content, curriculum, delivery.
  • Liaise with subject matter experts regarding instructional design.
  • Reviews, develops, modifies, and implements standardized training materials including presentations, handouts, manuals, job aides, monitoring / evaluation tool and other resource materials.
  • Interfaces with internal and external clients on behalf of the organization.
  • 2. Training Needs Assessment

  • Performs needs assessment with new and existing employees.
  • Conduct interviews and consultation surveys with trainers and offshore training leaders for data gathering and processing.
  • Helps develop training resources by preparing learning materials in training needs specific to address the gaps identified both New Hire and Special Skills programs.
  • Identifies best practices in developing NH agent skills and coordinates with the training manager for the consistent deployment of best practices.
  • Conducts classroom observation both assessment and implementation of activities.
  • 3. Monitoring & Training Reports

  • Performs daily monitoring of the training activities through TracFone training cameras for consistent delivery of activities and resources being used.
  • Observes and reports areas of opportunities to the training leadership for each center partners for improvements.
  • Ensures that Trainers are following standardized process before endorsing New Hires to Operations set by Tracfone using the Training Gates.
  • Compiles training reports in a real-time manner both for client and center partners.
  • 4. Information Dissemination and Escalation

  • Acts as Subject Matter Experts on a specific area of support.
  • Escalates issues to Miami Business owners for resolution and other stake holders.
  • Attends calibrations, meetings and conference calls over the phone.
  • Maintains and ensures specific references used by Agents in the Operations are up to date.
  • Area of expertise (Skills)

  • College Graduate of any course or equivalent experience
  • 2 to 4 years’ work experience in training and development, preferably in a Call Center setting
  • MS Office suite
  • Other Skills and Experiences (Min)

  • Adult Learning Facilitation, Leadership Training, and
  • Six Sigma (desirable)
  • Education

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